Terrible and disgusting customer complaint process

I bought burglar door at Glassfit Kuruman in August, today the 09 of Dec the item has not been delivered and no refund given for not fulfilling the order.

I complained at glassfit head office via mail over month ago after failing to get refund directly from the kuruman branch. Got email from Nhlosokuhle Ntimbela under supervision of Ronel Neuwenhuizen saying they will investigate and provide feedback within 24hours till to-date no feedback regarding my refund. The glassfit customer complaint process is terrible and disgusting.